06-28-2012 01:48:38 PM
I was a loyal customer for AT&T wireless and DSL internet for many years. Since the end of last year, I'd noticed the speed of my AT&T DSL was getting slower and slower. So I called your customer service to cancel it. During the call, I was told by your customer service representative that AT&T was offering this WONDERFUL U-Verse internet and I should give it a try. Fully trusting your service people, I agreed to switch from regular DSL to U-verse. And the nightmare began...
For the first day I started using U-Verse, the internet speed was super slow. I called your technical support. Here is what I understood from your technician: I was signed up for your U-Verse Elite packge. The download speed should be around 6M bps. He directed me to use youe online speed test website. And my download speed was 0.1M bps!!! He indicted there could be issues on many parts of the internet and was trying to fix it. But the problem was never fixed. Worse than that, my U-Verse internet connection became very unstable. It often dropped the connection every couple hours. I was calling your technical support almost every night. I ended up receiving another U-Verse fiber-optical modem but it didn't work either. Later, AT&T sent technicians to my home trying to fix the problem. They told me the problem was on the external phone line outside my house and AT&T would sent somebody to fix it the other day. It never happened. I believe you should be able to verify all of this in your technical service record.
Having experienced such a nightmare, I decided to cancel my U-Verse account on April 10. When I called your customer services again to cancel the account, I was told that I have to send back the two modems, otherwise, I have to pay $100 for each modem. I mailed both modems back on May 1, using AT&T provided labels.The track records showed both modem were delivered to AT&T on May 4.
When I received my final bill, I saw two issues:
- Only one modem was credited back on my bill.
- There was a $135 early termination fee charged on my account!!! I cannot even believe that I have to pay this with all the bad services I received on my U-Verse internet. And I never even knew that I had to pay to disconnect my internet, nor did your customer service people told me so when he was trying to sell U-verse to me at the first time.
I would like to bring all these to your attention and resolve my problem ASAP.
06-28-2012 01:59:49 PM